Working with Contacts

TABLE OF CONTENTS  [Hide]

Introduction
Navigating Contacts
Searching Contacts
Creating List Views
Creating Contacts
Importing Contacts
Associating Contact with other Records
Merging Duplicate Contacts
Sending Emails to Contacts
Exporting Contacts
Changing Contact Owner
Printing Contact Details
Viewing Reports
Deleting Contacts
Customizing Contacts
Setting up Contact Assignment Rules
Capturing Contacts from Web site (Web-to-Contact Form)
Approving Contacts Captured through Website
Frequently Asked Questions

Introduction

Contacts are people with whom you communicate, either in pursuit of a business opportunity or for personal reasons. In Business-to-Consumer (B2C) scenario, contact is the most important information for acquiring customers where as in Business-to-Business (B2B) it is a part of the organization details with which you are doing business. You can also create personal contacts that are not associated with any account. A personal contact does not display as part of the account or business opportunity information. Only you can see your personal contacts.

Contacts can be added to the Zoho CRM system by filling the contact form, importing contacts from other Contact Management & CRM applications, synchronizing contacts from the Microsoft Outlook software, or converting leads to contacts. Contact information can include an address, title, phone numbers, e-mail address, Birth date, and other personal details of an individual.

The most important function of contacts module in the Zoho CRM system is they can be used for both customers' acquisition as well as procurement of products from the vendors, i.e., contacts can be related to accounts as well as vendors according to your business process.

Contacts Module contains the following:

• Contact List View
• Page Navigation
• Quick Create Contacts
• Contact Reports
• Contact Tools such as Import, Export, Mass Delete, and Mass Transfer
• Alphabetical Search
• Custom Views

You can perform the following operations in Contacts module:

• Navigate contacts
• Search contacts (Alphabetical or advanced search options)
• Create list views
• Create contacts (Form filling, quick create, or duplicate options)
• Import contacts (from external sources)
• Associate contacts with other records
• Send E-mail to the contacts
• Export contacts to other spreadsheets
• Change contact owner (individually or in bulk)
• View contact related reports
• Print contact details
• Delete contacts (individually or in bulk)
• Customize contacts

Navigating Contacts

(Access Privilege: Read permission)

You can navigate contacts available in the Contact List.

To navigate contacts

1. Click the Contacts tab.
2. In the Contacts Home page, under the Contact List section, select one of the views from Select View drop-down list to display the list of accounts according to the type of the account (For example, Prospect, Investor, Reseller, and others).
3. In the Contact List section, click the Previous or Next link to access the list of contacts.

Searching Contacts

(Access Privilege: Read permission)

You can search the contacts alphabetically or filling the required information in Search box.

To search contacts

1. Click the Contacts tab.
2. In the Contacts Home page, under the Contact Search section, do one of the following:
   • Specify the search criteria in Search box and click the Go button. Or
   • Select one of the alphabetical search links.
3. In the Contact List page, list of contacts are displayed as per search criteria.

Creating List Views

(Access Privilege: Read/Write permissions)

In the Contact List you can create/modify/delete the custom views, sort columns in the list view (ascending/descending order), search the records available in the current list view. In addition, you can modify some of the columns in standard list views. By default, the following standard list views are available in the Contacts module:

• Standard Views
  • All Contacts
  • My Contacts
  • New This Week
  • New Last Week
• Recent Views
  • Recently Created Contacts
  • Recently Modified Contacts
  • Recently Viewed Contacts

Refer to Chapter <>: Managing List Views chapter to learn more about creating list views.

To create list views

1. Click the Contacts tab.
2. In the Contacts Home page, under Contact List section, click the Create View link.
   
   

   Note: Under the Contact List section some of the standard list views are displayed. You can only rearrange the order of columns and add more columns to the standard list views.

3. In the Create New View page, do the following:
   • In the View Information section, specify name of the custom view in the View Name (mandatory) field. The custom view name appears in the View drop-down list. You can also set the custom view as a default list view by selecting the Set as Default View check box.
   • In the Specify Criteria section, specify the filter criteria. For more details refer to the Specifying List View Criteria section.
   • In the Choose Columns section, select the columns to be displayed in the List View. For more details refer to the Selecting List View Columns section.
   • In the Accessibility Details section, select the users to whom custom list view has to be enabled. For more details refer to the Enabling View Access section.
4. Click Save. The custom list view is displayed in the View drop-down list.

Creating Contacts

(Access Privilege: Read/Write permissions)

In Zoho CRM, you can create contacts as given below:

• Entering data in contact details form
• Duplicating the contact with few changes from the existing contact details
• Importing contacts from other Contact Management applications
• Converting leads to contacts
• Synchronizing Microsoft Outlook contacts with Zoho CRM

Note: Some of the standard fields listed below may not be visible/editable depending on your organization business process and field-level security settings. In case your organization added/modified fields please contact your System Administrator for more details about usage of the other fields.

In the Contact: Edit form, you need to specify the contact-related information. The following table provides descriptions of the various fields in the form.

List of Standard Contact-related Fields

Field Name	Description	Data Type
Salutation	Select the Salutation of the contact, such as Mr., Ms, Mrs., or others.	Pick list
First Name	Specify the first name of the contact.	Text box, Alphanumeric (40)
Last Name*	Specify the last name of the contact. This field is mandatory.	Text box, Alphanumeric (40)
Account Name	Select the account related the contact.	Lookup
Lead Source	Select the source from which the contact is created.	Pick list
Title	Specify the job position of the contact.	Text box, Alphanumeric (50)
Department	Specify the department of the contact.	Text box, Alphanumeric (30)
Date of Birth	Specify the birthday of the contact to send greetings for a better relationship.	Date
Reports To	Select the person to whom the contact reports	Text (255)
Do Not Call	Select this option not to make a call to the contact (If the contact is not interested to be contacted by phone even though having a phone number).	Check box
Assigned To	Select the name of the user to whom the contact has to be assigned.	Pick list
Phone	Specify the office phone number of the contact.	Text box, Alphanumeric (50)
Mobile	Specify the mobile number of the contact.	Text box, Alphanumeric (50)
Home Phone	Specify the home phone number of the contact.	Text box, Alphanumeric (50)
Other Phone	Specify the other phone number of the contact (if any).	Text box, Alphanumeric (50)
Fax	Specify the Fax number of the contact.	Text box, Alphanumeric (50)
E-mail	Specify the primary E-mail address of the contact.	Text box, Alphanumeric (100)
Assistant	Specify the name of the contact’s assistant.
Assistant Phone	Specify the phone number of the contact's assistant.	Text box, Alphanumeric (100)
Mailing Address Street City State Postal Code Country	Specify the primary address of the contact.
Other Address Street City State Postal Code Country	Specify the other address of the contact (if any).
Description	Specify any other details about contact.	Text area (long text)

To create contacts individually

1. In the Contacts home page under Contacts list, click the New Contact button.
2. In the Contact: < > page, enter the contact-related information. The Last Name is a mandatory field. Refer to the List of Standard Contact-related Fields section for more details.
3. Click Save. Contact details are displayed in the Contact: <Contact Name> page where you can perform the additional operations. Refer to the Associating Contact with Other Records section for more details.

Note: By default, the person who creates the contact owns the contact. If you want to assign the contact to a different user, in contact creation form, select the user name from the Assigned To field.

To create contacts instantly

1. Click the Contacts tab.
2. In the left hand-side bar under the New Contact section, enter the contact's last name.
3. Click Save. Contact details are displayed in the Contact: <Contact Name> page where you can update with additional details or perform the additional operations.

To create duplicate contacts

1. Click the Contacts tab.
2. In the Contact List view page, select the contact to be duplicated.
3. In the Contact: <Contact Name> page, click the Clone button.
4. In the Edit: <Contact Name> page, modify some of the contact details.
5. Click the Save. Contact details are displayed in the Contact: <Contact Name> page where you can perform the additional operations.

Importing Contacts

(Access Privilege: Data Import permission)

You can migrate your contacts from other Contact Management, CRM, and Address Book applications. Before migrating data, you must convert the data into CSV/XLS format.

Tips Before importing contacts into Zoho CRM, you must have the contacts details in a CSV/XLS file. You must have privilege to import the contacts in Zoho CRM. Before importing the contacts into Zoho CRM close the CSV/XLS file and the Spreadsheet program. Remove apostrophe any place in the CSV file (For example, ABC's). You can import a maximum of 1000 contacts in one import cycle.

To import contacts

1. Click the Contacts tab.
2. In the Contacts: Home page under Contact Tools section, click the Import My Contacts or Import My Organization Contacts button.
   Note: Import link is displayed only if you have privilege to use Import feature. Please contact your administrator in case these links are disabled.
3. In the Specify Import File: page, browse the Contacts-related import file (CSV/XLS format) and then click the Next button.
4. In the Fields Mapping page, map the CSV/XLS column header with contact fields in Zoho CRM.
5. Click the Import button. It will take a few seconds to complete the importation.
6. In the Contacts: Home page, imported contacts are displayed under the Contacts List section. You can continue the importation further or complete the operation.

Associating Contact with other Records

(Access Privilege: Read/Write permissions)

You can create a 360-degrees view of the contact to display all the associated details, such as potentials, trouble tickets, open activities, history of the completed activities, attachments, and notes.

To associate contact with other records

1. In the Contact: <Contact Name> page, you can update the following details:
   • Open Activities: To add tasks and events
   • Closed Activities: To display all the closed tasks and events
   • Cases: To create cases for the contact
   • Products: To add products for the contact
   • Attachments: To attach documents and notes
   • Notes: To attach notes to the contact.
2. After updating the associated records, you can move to the next record.

Merging Duplicate Contacts

(Access Privilege: Find & Merge permissions) 

Over a period, there may be a chance of accumulation of duplicate contacts. You can merge these duplicate contacts for a better organization of your contacts.

To merge duplicate contacts

1. Click the Contacts tab.
2. In the Contacts Home page, under the Contact List section, click the required contact.
3. In the Contact Details page, click the Find & Merge Duplicates button.
4. In the Find Duplicate Contacts page, do the following:
   1. Under the Search Criteria section, by default the some of the matching criteria and the corresponding values are displayed. Add additional criteria if required. Click the Search button.
   2. Under the Matching Contacts section, select the contacts to be merged.
   3. Click the View Duplicates button.
5. In the Merge Contacts page, select the fields to be updated to master record. All the duplicate fields are highlighted with a different color.
6. Click the Merge button. The fields details will be merged with the master contact record and c details page is displayed for further operations.

Sending Emails to Contacts

(Access Privilege: Read/Write permissions)

You can create mailing list for contacts and send mass E-mail to the contacts from contact list view. Please ensure the contacts contain an E-mail ID otherwise, E-mail will not be sent to the corresponding contact(s).

Note: Standard Users can use the standard E-mail templates available in the system where as System Administrator can create E-mail templates from Setup section. If you are a System Administrator refer to the Creating E-mail Templates section.

To send Emails to individual contacts

1. Click the Contacts tab.
2. In the Contacts: Home page under the Contact List View section, select the contact.
3. In the Contact Details page, go to Mails related list view and click the Send Mail button.
4. In the Compose Mail page, enter the email message, attach files, add additional email IDs in CC & BCC fields, and finally click the Send button. An Email will be sent to the recipients and copy of the mail is stored under Mails related list view.

To send Emails to a group of contacts

1. Click the Contacts tab
2. In the Contacts: Home page under the Contact Tool section, click the Mass E-mail Contacts link.
3. In the Mass E-mail page, do the following:
   • By default, the E-mail Template tab is enabled. Select the template to be used from the E-mail Template pick list. The template content is displayed under E-mail Template Body section.
   • Click Matching Criteria tab. You can create a contacts mailing list by specifying the matching criteria under Specify Criteria section.
4. Click the Send button to send the E-mail message to the selected contacts.

Exporting Contacts

(Access Privilege: Data Export permission)

Occasionally it is very useful to export the contacts from Zoho CRM to Spreadsheet programs for further data analysis.

To export contacts to spreadsheets

1. Click the Contacts tab.
2. In the Contacts: Home page under the Contact Tools section, click the Export All Contacts button.
3. In the File Download pop-up dialog, click Save to save the contacts files in CSV/XLS file format.

Changing Contact Owner

(Access Privilege: Owner change permission)

When the prospecting is in progress, occasionally it may be very useful to change the owner of some of the contacts in a single step. You can change the owner of an individual contact or a group of contacts.

To change owner of contacts individually

1. Click the Contacts tab.
2. In the Contacts: Home page, select the contact.
3. In the Contact: <Contact Name> page, click the Edit button.
4. In the Contact: <Contact Name> page, change the contact owner from the Contact Owner lookup field.
5. Click Save to update the contact owner.

To change owner of contacts in bulk

1. Click the Contacts tab.
2. In the Contacts: Home page, go to the Contact List section and select the check boxes corresponding to the contacts. You can also select all the contacts.
3. Click the Change Owner button.
4. In the Contacts: Change Owner page, select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the contacts permanently.
   
   

   Warning: Contacts ownership will be changed to another user, irrespective of its existing owner. Use this operation carefully, otherwise contacts belonging to different users will be changed to new user. To overcome this problem, first you may search the contacts with a required owner name then change the owner in bulk.

Printing Contact Details

(Access Privilege: Read permission)

You can view a printable form and print the contact details using browser's Print function.

To print contact details

1. Click the Contacts tab.
2. In the Contacts: Home page, go to the Contact List section and select the required contact.
3. In the Contact: <Contact Name> page, click the Print Preview button.
4. In the Contact: <Contact Name>, page, click the Print Page button to print the document.

Viewing Reports

(Access Privilege: Read/Write permissions)

You can directly access some of the standard reports pertaining to contacts from the Contacts Reports section. By default, the following reports are displayed under Contacts module:

• Contact Mailing List
• Key Accounts
• Accounts by Industry

To view contact report

1. Click the Contacts tab.
2. In the Contacts: Home page, go to the Contacts Reports section.
3. Click the required report link. The report is displayed in Reports page, which can be further customized as per your requirements.

For more details about reports customization refer to Working with Reports.

Deleting Contacts

(Access Privilege: Read/Write/Delete permissions)

Rarely, you may need to remove some of the unnecessary contacts, which are moved from the existing account or not doing business with you for a long time. This will help you manage your contacts in a better way. You can delete contacts either individually or in bulk.

Note: The deleted contacts are temporarily stored in Recycle Bin. If required you can restore the deleted contacts again. But if you delete contacts from Recycle Bin, you cannot restore again.

To delete contacts individually

1. Click the Contacts tab.
2. In the Contacts: Home page, select the contact to be removed.
3. In the Contact: <Contact Name> page, click Delete.
4. In the Confirmation dialog, click OK to delete the contact permanently.

To delete contacts in bulk

1. Click the Contacts tab.
2. In the Contacts: Home page, under the Contact List section, select the contacts to be removed using the Select Contacts check box (first column).
3. Click the Delete button.
4. In the Confirmation dialog, click OK to remove the selected contacts permanently.

Customizing Contacts

(Access Privilege: Customize ZohoCRM.com permission)

Customization of the contacts module includes, renaming the tab name, modifying the pick list values in standard fields, adding new custom fields, modifying contacts page layout, and show/hide the related list views according to your Contact management process requirements.

For more details, refer to Customizing Zoho CRM chapter.

Setting up Contact Assignment Rules

(Access Privilege: Manage Contact Assignment Permission)

You can setup contact assignment rules based on your organization-wide contact distribution (based on sales territories) process so that contacts generated through import tool and web-to-contact form are automatically assigned to the respective sales team members.

Contact Assignment Workflow

• Create contact assignment rule.
• Associate rule entries to the assignment rule, which contains matching criteria, selecting user, and adding default workflow task.
• Select the required assignment rule in contact import tool/web-to-contact form
• During contact importation, first assignment rule is evaluated and then assigned to the Zoho CRM users according matching criteria.

Limitations

• You can create up to 20 different contact assignment rules.
• In each assignment rule, you can associate up to 20 different criteria.
• Even though you can setup multiple rules, users can select only one rule at a time.
• Contact assignment rule can be used only for the contacts generated through import tool and Web-to-contact form. You cannot assign contacts to users if you are creating manually.
  

To set up contact assignment rules

1. Click the Setup link.
2. In the Settings Home page, under the Contact Settings section click the Assignment Rules link.
3. In the Contact Assignment Rules page, under the Rules List section list of default rules are displayed. Click the Create New Rule button to add a new rule.
4. In the New Rule page, specify the rule in the Rule Name field and click the Save.
   
   

   Specify Rule Name

   
   
5. In the Contact Assignment Rule Entry page, under the Rules Entries section list of default rule entries are displayed. Click the Create New Rule Entry button to add a new rule entry.
6. In the Rule Entry page, do the following:
   1. Specify Criteria: Select the matching criteria to evaluate the rule (Refer to Managing Workflow)
   2. Select User: Select the user to whom the lead has to be assigned.
   3. Add Task: Select the workflow task to be assigned (Refer to Managing Workflow)
7. Click Save.
   
   

   Specify Rule Details

Capturing Contacts from Web site (Web-to-Contact Form)

(Access Privilege: Web-to-Contact Permission)

Using Web-to-Contact form your organization can allow Web site visitors submitting their information directly so that you can create contacts directly. All the contacts captured through Web site are first assigned to the Administrator, which can be reassigned to the corresponding Sales persons.

Important Points

• Anyone visiting your Web site can submit any type of information. Hence you cannot control the Spam.
• All the contacts are first assigned to the User selected in Web-to-Contact settings page. The Administrator can change the contact ownership to other users.
• To send automate replies to visitors select the required e-mail template from the Web-to-Contact settings.
• The generated Web-to-Contact form contains only Web form related tags. You have to customize the generated Contact form further to suite your Website requirements.
• Test the complete workflow of Web-to-Contact form, before publishing in the Website.

Note: For creating a contact, Last Name is a mandatory field. If your Website visitors do not enter this field, contact with last name name as "Not Available" is created.

To create Web-to-Contact form

1. Click the Setup link.
2. In the Settings Home page, under the Contact Settings section click the Web-to-Contact link.
3. In the Capturing Contacts from Website page, do the following:
4. Enable Web-to-Contact option for your organization: Refer To configure Web-to-Contact settings section.
5. Set up Custom Contact Fields in Web-to-Contact form: Refer To add custom contact fields in Web-to-Contact form section.
6. Generate HTML page as per your fields in the Web-to-Contact form: Refer To generate HTML page for Web-to-Contact form section.
7. The generated HTML page contains only the web form objects and minimal HTML tags. Customize the web page according to your Website layout requirements.
8. Publish the Web-to-Contact form in your Website. Your visitors can submit their contact information, which will be routed to Contacts module. Contacts captured through Web Form are assigned to the Owner selected in Web-to-Contact settings page.

To configure Web-to-Contact settings

1. In the Capturing Contacts from Website page click the Web-to-Contact link.
2. In the Web-to-Contact Settings page do the following:
3. Enable Web-to-Contact: Select the check box the enable the Web-to-Contact form.
4. Return URL: Specify the URL of the page to be displayed after visitor submits the case (For example, Thanks page for submitting the information)
5. Web Contacts Approval: Select the check-box to enable approval system, so that contacts will be assigned to respective sales person upon approving the contact. By default, the contact approval is disabled.
6. Default Contact Owner: Specify the Zoho CRM user to whom the contact has to be assigned.
7. Default Response Template: Select the automate e-mail response template, which is used for sending an e-mail to the person submits their request.
8. Click Save.

To add custom contact fields

1. In the Capturing Contacts from Website page click the Setup Custom Contact Fields link.
2. In the Contact Fields section add the custom fields to be added. For more details, refer to Customizing Zoho CRM
3. Once you have completed the field customization, goto the Web-to-Contact link under Contact Settings section.

To generate HTML page for Web-to-Contact form

1. In the Capturing Contacts from Website page click the Generate the HTML link.
2. In the Generating HTML for Web-to-Contact page, do the following:
   1. Select Web Form Fields: Select the fields to be displayed in the Web Form.
   2. Confirm Password: Specify your password (User who creates the Web-to-Contact form) to authenticate your Account from the Zoho CRM service.
3. Click the Generate HTML button.
4. In the Copy Generated HTML page, copy the HTML content and paste to your favorite HTML editor and click the Finish button.
5. Customize the Web-to-Contact form (HTML page) to suite your Website requirements and publish in your Website.

Warning: If you change your password after publishing the Web-to-Contact form, please ensure that updating the following information in Web-to-Lead form. Example: <!-- Begin: Do not edit the section --> <form action="http://zohocrm.com/crm/WebtoLeadServlet?encoding=UTF-8" method="POST"> <input type='hidden' name='orgId' value='1'/> <input type='hidden' name='xnQsjsdp' value=Z29wYWxzQGFkdmVudG5ldC5jb20=/> <input type='hidden' name='xmPqMMnsd' value=dGVzdGl0/> <input type='hidden' name='actionType' value=Q2FzZXM=/> <input type='hidden' name='returnURL' value='http://www.zohocrm.com' /> <!-- End: Do not edit the section --> Otherwise contactss submitted through Website will not be captured in Contacts module, due to authentication failure.

Approving Contacts Captured through Website

(Access Privilege: Approve Web-to-Contact Permission)

By default, contacts captured through Website are assigned to one of the Administrators who can update the data with additional information and assign to the corresponding Sales Person in your organization.

To approve contacts from Website

1. Click the Setup link.
2. In the Settings Home page, under the Contact Settings section click the Approve Web Contacts link.
3. In the Web-to-Contact Approval page, under Web-to-Contact list, contacts are displayed. View the contact details, assign to specific user, and then click the Approve button. Afterwards owner can follow-up the contact.
   

Frequently Asked Questions

1. Can I add my personal contacts to the Zoho CRM Contacts module?

Ans: Though you can add any contacts in your Zoho CRM account, you are strongly recommended to add only business contact because users with "System Administrator" privilege can access your contacts.

2. I sell my products/services to individuals. Can I use the Zoho CRM contacts module to track my sales?

Ans: Yes, you can customize Zoho CRM for B2C business process. For more details refer to:

3. How to synchronize my Microsoft Outlook address book with Zoho CRM contacts module?

Ans: You can synchronize your Microsoft Outlook address book with Zoho CRM - Contacts using the Zoho CRM Outlook Edition. For more details refer to Zoho CRM - Working with Outlook Edition chapter.

4. I have a contact that works for several companies but he/she has the one email address and phone number. How to associate contact with multiple companies?

Ans: Sorry, currently you cannot associate your contact with multiple companies. You can associate a contact with only one company.

5. How can I view a map for my contact address?

Ans: You can view a map for your contact address by clicking the Locate Map button in the Address Information section. Currently you can best view the contact address information in United States. For other countries there is a limited support.